We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 369227 results
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Decision Reference DRN-4896254
13 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4896254 The complaint Mr V is unhappy Wise Payments Limited won’t refund payments he sent as part of a scam. What happened The background to the complaint is well known to both parties so I won’t repeat it in detail here. But, in summary, Mr V fell victim to a job scam and was persu... (3 pages)View decision -
Decision Reference DRN-5395938
13 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5395938 The complaint Mrs O is unhappy that Lloyds Bank PLC decided not to refund her after she was the victim of a scam. Mrs O is bringing her complaint using a professional representative which I’ll refer to as P. What happened Mrs O said she came to know about an investment wit... (6 pages)View decision -
Decision Reference DRN-5355193
13 Mar 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5355193 The complaint Mr S is unhappy that Legal and General Assurance Society Limited (L&G) declined a claim under a group income protection insurance policy. What happened Mr S was originally signed off work by his GP with sciatica. He was later signed off work by his GP with... (3 pages)View decision -
Decision Reference DRN-5310806
13 Mar 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5310806 The complaint Miss M and Mr M complain that AXA Insurance UK Plc won’t replace a sofa leg that was lost by a third party company appointed to handle his insurance claim. The policy was sold and is administered by an intermediary on AXA’s behalf and all correspondence has bee... (3 pages)View decision -
Decision Reference DRN-5346713
13 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5346713 The complaint Mr J complains about the interest charged on his credit card account with Bank of Scotland plc trading as Halifax. What happened On 31 May 2024, Mr J made a cash withdrawal using his credit card. He says, he paid this amount i... (2 pages)View decision -
Decision Reference DRN-4939336
13 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4939336 The complaint Miss P complains that HSBC UK Bank Plc trading as first direct hasn’t refunded a payment she made. She has brought a claim under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened In 2020, Miss P contracted with a supplier (who I’ll refer ... (3 pages)View decision -
Decision Reference DRN-5383031
13 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5383031 The complaint Mr F complains that Royal & Sun Alliance Insurance Limited trading as More Th>n (RSA) declined a claim he made under his home insurance policy for subsidence. What happened The circumstances aren’t in dispute, so I’ll summarise the background: Mr F’s... (3 pages)View decision -
Decision Reference DRN-4527929
13 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4527929 The complaint Mr S complains that Bank of Scotland plc trading as Halifax (Halifax) hasn’t fully refunded him for the money he lost to what he now believes was an investment scam. What happened Mr S holds both a current account and a savings account with Halifax. Mr S expla... (7 pages)View decision -
Decision Reference DRN-5350659
13 Mar 2025 Covea Insurance plc Not upheldInsuranceDRN-5350659 The complaint Miss D’s complaint is about a claim she made on her Covea Insurance plc pet insurance policy. Miss D says Covea treated her unfairly. What happened Miss D took out lifetime cover pet insurance policy, underwritten by Covea. In April 2024 she made a claim on the... (3 pages)View decision -
Decision Reference DRN-5392760
13 Mar 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5392760 The complaint The estate of Mr P is unhappy with several aspects of the service the late Mr P received from The Royal Bank of Scotland Plc (“RBS”). What happened Sadly, in March 2023, Mr P passed away following a terminal illness. In the weeks before his death, Mr P tried t... (5 pages)View decision
